Customer Service & Order Fulfillment Specialist

Signode Industrial Group; Roselle (IL); On-site; USD 30,000 - 37,000; Full time

Job summary

Signode Industrial Group is seeking a Customer Service Representative to manage end-to-end order and service support for assigned accounts. You will be the main contact, monitor orders, and collaborate with Sales, Supply Chain, and Finance to ensure timely delivery and customer satisfaction.

Responsibilities include order entry, issue resolution, data accuracy, and proactive communication on risks and delays, with a focus on backlog reduction and process improvements across departments.

Qualifications

• 2+ years of customer service or order management experience.
• Proficiency in Microsoft Excel, including VLOOKUPs and PivotTables, to analyze open-order portfolios, identify trends and risks, and support backlog management.
• ERP system experience (order entry, quoting, returns, or service-related transactions) preferred.

Responsibilities

• Serve as the primary point of contact for assigned customers, ensuring responsive communication and effective management of incoming inquiries.
• Execute the lifecycle of customer orders from entry through fulfillment, including coordination and follow-through.
• Enter and manage customer orders in ERP systems with a high degree of accuracy and timeliness.
• Monitor open orders, backlogs, and delivery commitments; proactively communicate risks, delays, and updates.
• Coordinate with Sales, Supply Chain, Field Service, and Finance to resolve customer issues and align commitments.
• Partner with Field Service teams to align parts, service needs, and customer expectations.
• Ensure alignment between customer requirements, system data, and execution by validating order details, service needs, and delivery expectations upfront to ensure data integrity and accurate order execution.
• Investigate, track, and support resolution of billing discrepancies, pricing issues, customer claims, and open inquiries through completion.
• Support quoting activities and validate pricing to ensure order accuracy and revenue integrity.
• Identify process gaps or recurring issues and recommend improvements to enhance efficiency and customer experience.
• Contribute to KPI performance (e.g., order accuracy, response time, backlog resolution) and support continuous improvement initiatives.

Skills

Customer service

Excel

PivotTables

VLOOKUPs

ERP systems

Education

High School Diploma or GED

Associate degree preferred

Tools

ERP systems

Job description

Signode Industrial Group is seeking a Customer Service Representative to manage end-to-end order and service support for assigned accounts. You will be the main contact, monitor orders, and collaborate with Sales, Supply Chain, and Finance to ensure timely delivery and customer satisfaction.

Responsibilities include order entry, issue resolution, data accuracy, and proactive communication on risks and delays, with a focus on backlog reduction and process improvements across departments.